Member Relations Specialist

Job Description

Job Description

Summary

The ideal candidate is responsible for the daily operations in Member Relations including but not limited to reservations for all outlets (beach & pool, restaurants, events, activities), membership database updates, vehicle decal installation and tracking, card printing, filing and primary conflict resolution. The Member Relations Specialist handles all member requests in a timely and professional manner, by phone, text, email or in person communication. The Member Relations Specialist will manage a daily shift report detailing all member interactions, escalations and follow-ups that is sent to their Member Relations Manager at the end of each shift.

The Member Relations Specialist is responsible for facilitating memorable experiences including services related to recreation, entertainment, programming and events in the resort’s continuing effort to deliver outstanding member and resort guest service.

Essentially serving as key member of the club operations team, acting as an ambassador for the membership and the resort & club experience. This individual shall assist with programming that appeals to a diverse audience that ranges from children, teens, families, singles, couples and seniors with a wide variety of interests.

The successful candidate will monitor and assess service quality and satisfaction trends, evaluate and address issues, perform service recovery and make improvements accordingly.

Essential Functions

Job duties include, although are not limited to:

• Member communication:
  1. Email
  2. Text
  3. Phone
• General account updates
• Membership application troubleshooting
• RFID installation and tracking
• Membership card printing
• Primary conflict resolution
• Daily Shift Reporting
• Socializes with members and guests at ideal times such as nights, weekends and holidays.
• He/she is responsible for assisting in the preparation of and reviewing the format and description of the activity portion of all promotional materials, primarily email confirmations, push notifications, Compass, flyer, poster, menus, club happenings, member website and app.
• Know, follow and enforce all company policies and procedures.
• Performs related duties as required/assigned by Member Relations team.

Internal Relationships

Reports to Member Relations Manager as required. The Activity Specialist works closely with the F&B, Culinary, Banquets, Marketing, Member Relations, Stewarding and Guest Experience Center as well as various members of the ownership team.

External Relationships

Has regular contact with The Boca Raton Club members, ensuring all requests inquiries or concerns are followed up on expediently and professionally. Has occasional contact with vendors, hosts, music acts, hired entertainment. Maintains appropriate relationships with our club members and resort guests.

Qualifications

• The ideal candidate will have occupied a similar or higher position for one to two years.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Requires good communication skills, both verbal and written.
• Ability to prepare and analyze data, figures and transcriptions prepared on and generated by computer.
• Must possess moderate computer skills.

Education/Experience Requirements

• A minimum of two years’ experience in a similar position.

Physical Requirements

Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.
In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.